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A-to-Z Claim - Amazon is breaking their own policies...
So we had an order, where a buyer opened an A-to-Z Guarantee claim and Amazon debited our account and counted the claim against our order defect rate: "The customer has not received their package and our records indicate you shipped this order after the maximum handle time." | "We have granted an A-to-z Guarantee claim of $25.24 on the order 112-9261579-5000233. We have debited the amount from your account and have counted the claim against your order defect rate."
We don't mind refunding the buyer if they haven't received the item - it's not their fault, it's not our fault either, but they can't be held responsible and this is just part of being a merchant - we will no questions asked refund the buyer if they did not receive their item. We have a huge - GIGANTIC PROBLEM with Amazon blindly counting this against our defect rate.
Per Amazon policies: "A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery."
We have submitted an appeal and it was denied due to: "We have reviewed all available information and have determined that the merchandise was not shipped in a timely manner."
The item was shipped THE SAME DAY AS THE ORDER WAS PLACED and you can clearly see under the order details that it was shipped 1 day before the ship date: Ship date: Sun, Dec 8, 2024 | Ship by: Mon, Dec 9, 2024.
The Shipping label purchase shows: "Claims Protected", "OTDR Protected".
We have opened 2 cases now with this and Amazon blindly responds with "We stand strong with our decision".
I don't know if anybody working in Amazon who actually reads this forum, I have serious doubts, but this seems like an attempt to force everyone into FBA to squeeze the most money out of sellers with fees. You have to be either fully incompetent or intentionally hit order defect rate, where you can absolutely clearly see that the item was shipped on time, the item not only was shipped on time, it was shipped the same day of the order - we are working very hard to ship items the same day to make sure the buyers receive their items asap and then Amazon unreasonably and unfairly hurts our account.
36 replies
Seller_4zBzdtgCyS9EI
Doesn't matter what day you printed the label (ship date), what matters is the date the carrier had the package in physical possession (not scan sheet scan either)
Pre-Shipment, USPS Awaiting Item
December 8, 2024
This is your first scan:
Arrived at USPS Regional Facility
LOS ANGELES CA DISTRIBUTION CENTER
January 16, 2025, 7:55 pm
Seller_7LrAV0m5llaI7
We have opened 2 cases now with this and Amazon blindly responds with "We stand strong with our decision".
They are correct.
Your ship by date was Dec 9, but you didn't get it to USPS until Jan 16:
Your Deliver By Date was Dec 16, and it still hasn't reached the customer, and it is now Jan 20th, expected delivery Jan 21st, a full 1 month and a week later than it is supposed to.
What about the buyer that is unfairly receiving their item 5 weeks late? Do you think that is fair?
Seller_a1bQHu8hRSxKs
You printed the shipping label on Sun, Dec 8th, BUT USPS is not showing that it was actually received by them until January 16th. ALWAYS, ALWAYS, ALWAYS make sure USPS scans the item when you tender it to them. This is a requirement to be covered under Amazons BUY SHIPPING rules. The package must be scanned BY THE CARRIER on or before the SHIP BY date.
Seller_Sram36TnVt73c
By the way, if it never shows delivered, you can collect insurance on it from USPS.
ALSO, you should report this to USPS, use "find missing mail" under HELP on USPS's website.
Otherwise, I am afraid you are out of luck because your local PO didn't scan the package at acceptance in a timely manner. I had a $500 order refunded to the buyer this way. I didn't tip my carrier this year--$500 loss due to his incompetence will eat up quite a few years of tips.
It never DID show delivered (even though I know it was--that's a long story), so USPS did pony up the full $100 dollars I was entitled to for a Ground Advantage package that they "lost".
Seller_lCX40xAkSs1xm
It absolutely does not matter what day you print the label.
The first scan date needs to be on or before the required ship date.
Read and know the rules. Amazon offers no forgiveness when their sellers are ignorant to the rules.
Seller_oDXVaydIpi3Hi
You likely shipped it well before the first scan, but USPS didn't do their job and also didn't update the tracking - I say this because the first scan from them appears to be a "container scan" not a box scan. You can verify this at your local post office and they can give you backend verifications. But thats a lot to do on such a small order.
Seller_CYatXcRI3svum
Love all the assumptions that the package was taken to USPS on Jan 16.... it was dropped off UPS the SAME DAY - this is our standard practice on dropping all orders to USPS the same day if the order was placed before 3PM Central Time, all orders placed after 3PM are taken to USPS the next day.
@Seller_a1bQHu8hRSxKs, "ALWAYS, ALWAYS, ALWAYS make sure USPS scans the item when you tender it to them." - lesson learned - thank you! <3
Seller_guCaS93YGnu0t
Since covid, this has been a frustrating aspect of using USPS. Packages aren't even scanned as received at the local annex anymore. They go straight into the back of a trailer and aren't scanned until at the a regional sorting center. Most times the scan shows up the next day or at best the same day. It is not uncommon to have a package disappear for days before showing up. Scan sheets don't do much anymore either. I've spoken with various postmasters and they claim that everything is scanned at the local facilities when the drivers return but I know the reality is different.
I just got done battling with a customer who had demanded a full refund over a $150 order that packed and shipped last Wednesday but wasn't scanned as received by USPS until last night...almost a full week. They didn't believe we actually shipped it. A big waste of time and effort. Unfortunately from Amazon and the customer's point of view, the package does not look like it was actually shipped.
We have been migrating more and more packages to UPS Ground Saver because 99% of the time the package is scanned as received the same day our driver picks up. Maybe that would work for you if this persists.
Also, if you are using USPS's bags and tubs, do not put envelopes or small boxes in the bags. Put them in the tubs. We have found small packages buried in those bags several times. Who knows how long they were lost.
Seller_7LrAV0m5llaI7
Fires weren't a thing before christmas or new years
Seller_7LrAV0m5llaI7
You should read this post over again, package has been in transit for 6 weeks now.
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